How Peloton's customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC's clever response to a chicken shortage.

Bite-Sized Delights From the Episode:

• How Peloton's customer service response turned a bad experience into a memorable one.
• Delta's unique approach to helping folks fly with kids.
• KFC's edgy ad in response to a chicken shortage crisis in the UK.
• Why millennials want the mobile experience more aligned with the in-store experience.

Are You Looking for Things We Referenced?

• "Okay, KFC's Ad About Its Chicken Shortage Is Pretty Great" by Clint Rainey
• "Empower Your Team To Over Deliver in Customer Service – My Peloton Story" by Matt Ward
• Smarter CX by Oracle
• The Oracle CX Assessment Tool